EMC has changed the warranties for its mid-range Clariion line of networked storage systems. Clariion is one of the most popular boxes for small to medium-sized enterprise (SME) users and departmental systems in larger enterprises.
The new Clariion basic warranty has moved from 24x7 to nine-hour-a-day, five-day-a-week support via a call centre. However, the period of coverage has grown from two to three years.
In the past, most Clariion arrays included installation and had the same support as EMC’s high-end Symmetrix products.
Adam Couture, principal research analyst at Gartner, said the new warranties will force many customers to purchase support upgrades.
“Many Clariion customers are likely to view the move as diminishing the value of offerings that EMC brings to the mid-range market,” he said.
Nigel Ghent, EMC marketing director for UK and Ireland, said, “We have adopted the industry standard. The standard with Clariion customers has been a 24x7 three-year warranty, but this service is now chargeable. However, the cost to upgrade to the premium service has been reduced.”
Ghent added that EMC is willing to negotiate with large accounts to offer flexible warranties for their whole EMC storage environments.
EMC made the warranty changes as it rolled out the new Clariion UltraScale architecture, supporting faster and larger storage arrays.
Couture said EMC has dropped prices across its entire Clariion line affected by the warranty change, to combat any user perception that they were getting reduced value.
Current storage warranty agreements are not affected by the changes, but will run their course.